WFM Buddy @ large insurance company
Benefits
- Agents love using Buddy. WFM features are available on their smartphones and can be used whenever they like.
- 80%time reduction for planners to manage intra-day changes
- Zero(!!) delay in planners reacting to (or acting on) bad coverage when agents report late/sick/better.
Even just managing sickness more efficiently already justified our investment in WFM Buddy.
This customer is running a Genesys Engage contact center the size of 3000+ agent seats spread across multiple separate Business Units and multiple locations in a single country.
Objectives for this customer were to:
- Empower agents to provide their working preferences and trade shifts.
- Improve the process of reporting sickness.
As Genesys WFM Agent Web cannot be used on a smartphone, nor outside of the customer’s domain, agents were forced to enter preferences when at their desks (problem: negative impact on agent utilization).
Also the process for agents to report sick/recovery was time-consuming for both supervisors and planners: apart from the time it took for them to administer sickness/recovery, the lead time between agents reporting sick and the planner noticing the impact on coverage was taking too long (problem: acting too late on intra-day changes)
WFM Buddy provides the agents with a smartphone app that allows them to verify their schedules any time and anywhere. Agents can – for example - submit their working preferences and time-off requests, and can easily trade shifts with their colleagues.
When sick or recovered, agents can update their status via WFM Buddy, which will automatically be updated in Genesys WFM and reported to supervisors and planners.
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